Ted Ruscitti is Chief Customer Officer at Movemedical, a SaaS platform serving the medical device and healthcare supply chain industry. After 25 years leading customer success across HR, pharma, hospitality and now medical devices, Ted has landed somewhere unusual: 20 accounts, each worth millions, where the job is almost unrecognisable from running CS for thousands of low-value customers.

In this episode, Mike Tumalty and Ted talk about what changes when every account is a board-level conversation, how Movemedical's FIM (Field Inventory Management) assessment quantifies a client's ROI before the contract is even signed, and why Ted believes the people who are best at fighting fires are often the same people lighting them.

What's covered:

• The difference between managing 20 high-value accounts and 2,000 lower-value ones
• The FIM assessment: quantifying ROI before the sale closes
• Why a single customer health score hides more than it reveals
• The five components of a genuinely useful health score
• Why "land and expand sells itself" is a myth
• What changes when you scale customer success internationally
• Why the goal of good CS is to be boring

Guest bio:

Ted Ruscitti is Chief Customer Officer at Movemedical, where he leads customer success for the company's enterprise medical device and healthcare supply chain clients. He brings over 25 years of experience building and scaling customer success and support organisations across multiple industries, including HR technology, pharmaceutical clinical trials, hospitality, and enterprise SaaS.

Links

YouTube Channel: https://www.youtube.com/@TheOutsideSeat
Spotify Channel: https://open.spotify.com/show/033ujY7VMYJiHa40HlycUb?si=dcc0e644f79f4f77
TikTok: https://www.tiktok.com/@theoutsideseat
Ted's Linkedin: https://www.linkedin.com/in/tedrus/

The Outside Seat is a B2B revenue leadership podcast hosted by Mike Tumalty. New episodes every week.

Episode 8 is supported by Flourish, an early-career B2B sales recruitment and training business. If you are hiring sales talent, look at what they do: https://info.helloflourish.com/hire-a-sales-exec/

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